Quality Assurance Analyst

Key areas of Responsibilities:

  • Quality assurance compliance and coaching of the teams
  • Supporting the construction of training of training materials and delivering training and coaching
  • Assist with the quality policy process
  • Review calls and ticket management and then initiate coaching/feedback sessions to improve agent performance
  • Help identify and manage under-performance of calls and ticket management in conjunction with the Team Leaders Head of Service
  • Able to influence the team ensuring a high performance “right first time” culture delivering exceptional customer services standards  
  • Raise improvement suggestions as required and support the implementation and communication with the Team Leaders
  • Identify trends and escalate any quality and compliance issues to the Team Leaders where appropriate
  • Provide weekly and monthly reporting to support how and where improvement have been made
  • Objectives
  • Assist in the roll out of the CORETX Excellence Scheme for the Service Support 1st line teams
  • Manage and monitor the assessments required to support individuals in providing service excellence as part of the CORETX Excellence Scheme
  • Provide coaching and, where appropriate, training to team members to address training needs and improve performance
  • Co-ordinate training with the Talent and Training team where training needs have been identified and need to be supported

 

Experience/Qualifications:

  • ITIL V3.0 Foundation (Essential)
  • Previous experience of working within a Call Centre or large office environment, in a service industry
  • Previous experience of Quality Assurance
  • Experience of coaching a large team of 20 or more
  • Analytical, detail focused individual
  • Highly self-motivated with a pro-active attitude
  • Good organisational skills
  • Excellent interpersonal and communication skills
  • Friendly, approachable and able to develop high performance teams through leadership and influencing skills
  • Experience in the manipulation and creation of excel reports

 

Location: Croydon

To apply for this position, please send us an email.